MIS 3315 Ch9-

Over the years, ________ has been equated with downsizing in ERP projects. A) BPR B) Business blueprinting C) CSF D) OPM3

A) BPR

________ are important components for connecting external supply chain partners and are usually secured via a VPN. A) Extranets B) Intranets C) Internets D) WANs

A) Extranets

Every CRM system is unique and must be ________ to the needs of the organization. A) customized B) processed C) analyzed D) reverse engineered

A) customized

The most important ingredient in successful e-SCM is the ________ of partners, suppliers, and employees. A) dedication B) order completion C) order fulfillment D) marketing

A) dedication

There are very few institutions that can protect ________ globally. A) intellectual property rights B) system security C) database access D) customer right

A) intellectual property rights

Because ERP systems provide ________ information, decisions such as ordering raw materials can be based on actual inventory data. A) real-time B) processed C) supplier D) reverse auction

A) real-time

With globalization and the increase in mergers and acquisitions, ________ has become an important approach for integrating the disparate systems and data. A) ERP B) EAI C) SCM D) CRM

B) EAI

As SCMs matured, they were found to have significant overlap with ________ systems. A) CRM B) ERP C) data warehouse D) RFID

B) ERP

With the passage of the ________, the U.S. government has gained access to vast databases of telephone and email records. A) NAFTA Act B) Patriot Act C) COPA Act D) FCRA Act

B) Patriot Act

When implementing CRM, there must be ________ not only from management but also from individual users and departments. A) planning B) buy-in C) data D) decisions

B) buy-in

The objective of ________ is to minimize the risk of failure and maximize the benefits of the change. A) ERP projects B) change management C) communication D) project management

B) change management

Any organization which collects personal information must follow a process on how this information is ________, used and shared. A) processed B) collected C) disseminated D) collated

B) collected

The biggest threat to privacy from ERP systems is from ________ activities. A) BPR B) data mining C) security D) data warehouse

B) data mining

Often in software negotiations, the software is placed in ________ in the event the software company declares bankruptcy. A) storage B) escrow C) production D) development

B) escrow

As opposed to an ERP system, CRM systems provide support for ________ functionality such as marketing, sales, and customer service. A) database B) front-end C) back-end D) application

B) front-end

Half of all ERP projects fail to deliver all the anticipated benefits because they do not do a good job of: A) blueprinting. B) managing change. C) training users. D) data migration.

B) managing change.

Planning ________ refers to the joint design and execution of plans for product introduction, forecasting, and replenishment. A) design B) synchronization C) approval D) collaboration

B) synchronization

The ________ manages the day-to-day aspects of the project. A) Steering Committee B) Super User C) Project Manager D) change management team

C) Project Manager

In the U.S., corporations must adhere to the disclosure rules as specified by: A) the PMO. B) the industry council. C) Sarbanes-Oxley. D) the Project Executive.

C) Sarbanes-Oxley.

In the FoxMeyer case, at a high level, they failed to develop a(n) ________ for the change that came with their ERP implementation. A) example B) training C) business case D) presentation

C) business case

Resistance to change may be high but can be reduced with a significant ________ effort early and often in the project. A) development B) risk management C) change management D) functional management

C) change management

True CRM brings together information from all the ________ sources within an organization. A) software B) hardware C) data D) process

C) data

The BPR methodology continues to the second step ________. A) testing B) mapping C) definition D) reevaluation

C) definition

In recent years, the CRM market is moving towards ________ vendors due to consolidation, mergers and acquisitions among CRM software vendors. A) improved B) bigger C) fewer D) more

C) fewer

CRM provides a(n) ________ relationship with the consumers to improve their buying experience. A) synchronized B) integrated information C) one-on-one D) beneficial

C) one-on-one

Outsourcing ERP functions might look cheaper on paper, but savvy managers must consider the total cost of ________. A) attorneys B) consultants C) ownership D) management

C) ownership

Because they collect and organize consumer data and make it easier to share it, CRM systems have come under fire for ________ and ethical violations. A) security B) information C) privacy D) business

C) privacy

________, where crooks use an individual's profile for fraudulent transactions, is now the number one crime in many parts of the world. A) Data mining B) Phishing C) Internet fraud D) Identify theft

D) Identify theft

________ is a methodology for assessing whether an organization has the skills in place to successfully implement an ERP system. A) BPR B) Business blueprinting C) CSF D) OPM3

D) OPM3

ERP vendors are adding more ________ functionality to their products and this is helping to blur the line between them. A) data mining B) system security C) SCM D) SFA

D) SFA

The increased value of information and the ________ both endanger privacy in the information age. A) use of spreadsheets B) greater bandwidth C) ease of use D) growth of information technology

D) growth of information technology

Working with a qualified outsourcing partner may give your IT staff the chance to ________ their skills and gain confidence. A) manage B) oversee C) qualify D) improve

D) improve

If two supply chain partners want to link up their ERP systems and they are using different ERP software, they must either purchase or develop the ________ needed to connect them. A) test data B) servers C) best practices D) middleware

D) middleware

The direct sharing of real-time information is an element associated with the ________ dimension of supply chain integration. A) synchronized planning B) information integration C) workflow coordination D) new business model

D) new business model

The Project Executive must oversee project activities and provide broad ________ for the project and resolve policy level issues. A) functions B) growth C) technical requirements D) oversight

D) oversight

Successful CRM systems require the integration of people, ________ and technology. A) consumer data B) networks C) best practices D) processes

D) processes

Functional and technical staff on the ERP implementation project should report to ________ rather than their home departments. A) attorneys B) consultants C) executives D) project leads

D) project leads

The ________ principle of ethics makes organizations realize that they are not the ultimate owners of the information collected on individuals. A) privacy B) accessibility C) accuracy D) property

D) property

A business process is defined as "a set of logically related tasks performed to achieve a defined business outcome." a) True b) False

a) True

A company's supply chain strategy and its competitive strategy must be aligned in order for the company to be successful. a) True b) False

a) True

A complete SCM solution includes customers, service providers and partners. a) True b) False

a) True

A good CRM system requires a closed knowledge management loop which consolidates, analyzes and shares the customer information. a) True b) False

a) True

A merger or acquisition usually entails some kind of organizational change. a) True b) False

a) True

An ASP is a type of SaaS provider which offers to host the software of another vendor for the company that purchased the software license. a) True b) False

a) True

Analytic CRM systems make use of sophisticated data warehousing and data mining software a) True b) False

a) True

As companies work to focus on core competencies and become more flexible, they have reduced their ownership of raw material sources and distribution channels. a) True b) False

a) True

BPR identifies current processes and the change required "best practices." a) True b) False

a) True

CRM systems made personalized marketing and customized promotions more feasible. a) True b) False

a) True

Improving communication and reducing costs are examples of tactical benefits of a CRM system. a) True b) False

a) True

In the retail industry, product returns are a big issue and must be included in the management of the supply chain. a) True b) False

a) True

Less skilled companies can raise their ERP skills by training employees or hiring external consultants. a) True b) False

a) True

Many SaaS providers allow a wide range of customization within a basic set of functions a) True b) False

a) True

Many companies are now using the Internet as part of their SCM solution a) True b) False

a) True

Many developing countries do not have strong intellectual property laws to protect your firm's ideas from being stolen by an outsourcing vendor. a) True b) False

a) True

No single CRM software package can provide all the functionality needed for a comprehensive CRM system. a) True b) False

a) True

Operational CRM systems improve the efficiency of CRM delivery and support processes a) True b) False

a) True

Organizations first implemented CRM to capture customer data for analysis. a) True b) False

a) True

Outsourcing gives organizations access to a broader set of key IT skills. a) True b) False

a) True

Outsourcing occurs when a company decides to sub-contract its business processes or functions to another company. a) True b) False

a) True

Outsourcing operations means that a company might have to share their trade secrets a) True b) False

a) True

SCM integrates supply and demand management within and across companies. a) True b) False

a) True

The Y2K problem provided a huge boost to the practice of IT outsourcing. a) True b) False

a) True

The inventory system is one of the key drivers of supply chain performance. a) True b) False

a) True

The only way to tell whether a project is on schedule is by using project measurements. a) True b) False

a) True

A BPM process category is hardware-intensive processes. a) True b) False

b) False

Because of their extensive integration, ERP systems are less susceptible to security hazards. a) True b) False

b) False

CRM systems lack integration with the enterprise wide data collection and analysis systems. a) True b) False

b) False

Completely localizing an ERP system decreases complexity and customization, while defeating the purpose of a global solution. a) True b) False

b) False

In most cases, an ERP system will immediately increase profits and provide a short term return on investment. a) True b) False

b) False

In the "as is" phase, all the new processes must have estimates of timing and who is responsible. a) True b) False

b) False

Information is not a major driver of supply chain effectiveness because it does not have a physical presence. a) True b) False

b) False

Offshoring ERP development helps make change management easier. a) True b) False

b) False

The "to be" processes are the same as the existing processes a) True b) False

b) False

The OPM3 is used to provide a framework for the ERP system's infrastructure a) True b) False

b) False

The development of the project team is the responsibility of the CEO along with leads in each area a) True b) False

b) False